Ken Tame Roadside Assistance
Terms and Conditions
Current as at 08 October 2016
Using Ken Tame Roadside Assistance
Ken Tame Roadside Assistance offers reliable and
secure roadside assistance 24 hours a day, 365
days a year. To access Ken Tame Roadside
Assistance, simply call us on 1800 731 912. Please
have the following information ready when you call:
 Your name and telephone number
 Your breakdown location (stating the nearest
cross street where possible)
 Your membership number and expiry date
 Your vehicle registration number
 A description of the problem
Who is the Roadside Assistance
Provider?
Roadside Assistance under your 12 month Ken
Tame Roadside Assistance membership is provided
by AGA Assistance Australia Pty Ltd ABN 52 097
227 177 trading as ‘Allianz Global Assistance’
(‘Allianz Global Assistance’). Whenever you request
roadside vehicle assistance under your membership,
you will be making that request to Allianz Global
Assistance, who will provide the services on the
terms and conditions set out below. The terms and
conditions contain exclusions and limitations.
Eligibility Criteria
In order to be eligible for roadside assistance,
your vehicle must be a roadworthy well
maintained vehicle. Additionally, your vehicle
must be mobile at the time that your
membership commences. If your vehicle is not a
roadworthy well maintained vehicle, we may still
attend your call, but we will inform you of the
cost that will be charged to provide you with
assistance. This cost will be your responsibility.
incident occurs, towing will be coordinated at your
cost.
 Flat tyres
If you find yourself with a flat tyre, we will change it
with the vehicle’s serviceable spare wheel. If your
vehicle is not equipped with a spare wheel, we will
transport the vehicle to an approved tyre outlet or
repairer, whichever is the nearest (subject to the
towing/transportation limits). Should additional
services be required beyond this due to multiple flat
tyres, the spare tyre being unserviceable, replacement
wheel studs/nuts not being available or locking wheel
nut key not available, towing is provided up to the
towing limits specified below.
 Lost or locked keys
If you lose your keys or lock them in your vehicle, we
will provide all reasonable assistance (subject to
proof of ownership shown) to:
 locate and deliver a spare key or
 arrange for the driver to retrieve the spare key, if
this is more practical; or
 gain access to your vehicle (once a consent and
indemnity form has been signed by you).
In all other situations where the key is not available,
we will arrange to transport the vehicle to a repairer,
where the appropriate entry methods may be used.
We will not be responsible for any damage incurred,
or for any repair costs that result from gaining
access to the vehicle or moving the vehicle while it is
locked. A limit of $150.00 (incl. GST) applies to this
benefit. All additional costs are your responsibility.
 Towing/transportation
If your vehicle cannot be mobilised at the breakdown
location, we will deliver your vehicle to the nearest
repairer. If the breakdown has occurred after
business hours, we will arrange for your vehicle to
be stored at a secure facility and delivered to a
Please stay with your vehicle
Once a roadside service provider has been called, it repairer the next working day. Towing is provided up
is important that you remain with your vehicle if it is to $600 inc. GST. Please note that all additional
towing costs are your responsibility.
safe to do so. Should we arrive at the scene of the
breakdown and the vehicle is unattended, we will be
unable to a carry out any work and payment may be  Taxi
required for any subsequent callouts to assist with
If your vehicle cannot be mobilised due to a
the same incident. If you require assistance and
breakdown and must be transported to a repairer,
have to leave your vehicle for safety reasons, please we will provide one taxi ride per incident, subject to
advise the customer service assistant at the time of availability, to a maximum value of $100 (inc. GST)
the initial call.
per incident so you and your passengers can
continue your journey to the nearest town or within
the same city where the breakdown occurred.
Tele-Assist:
Once our customer service assistant receives your
 Car rental
call, we will provide general advice about the
operation of your vehicle. If your vehicle is
We will provide a rental vehicle for up to ten days
immobilised, we will provide an over the phone
(10) to a limit of $99 (inc GST) per day, subject to
diagnosis (where possible) to get your vehicle
availability. Any amount charged in excess of this
mobilised.
limit will be at your cost. You will be responsible for
all fuel costs, excess kilometre charges, traffic
infringements, relocation fees, any damage and any
Roadside Assistance
excess or insurance waivers on the rental vehicle.
If our customer service assistant is unable to get
your vehicle mobilised over the telephone, we will
dispatch a service provider to assist in the following  Accident coordination
Following an accident, we will coordinate towing
ways:
arrangements and will also provide advice on
accident procedures. If required, we will coordinate
 Flat batteries
alternative transport to enable you to continue your
Flat batteries can occur. If you find yourself
journey. All accident towing and alternative transport
immobilised with a battery problem, we will attend to
costs are your responsibility.
your vehicle, test the battery for performance, jump
(Note that these costs, subject to the payment of any
start the flat battery or coordinate a battery
replacement if required. The cost of the replacement excess, may be recoverable from your insurance
company under an appropriate insurance policy)
battery will be charged to you.
 Emergency fuel
If your vehicle runs out of fuel, we will provide
sufficient petrol or diesel (to a maximum of 5 litres) for
you to travel to the nearest available petrol station. If
you drive an LPG fuelled vehicle, we will tow your
vehicle to the nearest petrol station, subject to the
towing limits set out below. In the event a misfuelling
 Bogged vehicle coordination
We will, at your cost, attend and recover your
vehicle from a bogged situation provided that
reasonable and safe access is available to a
conventional two wheel drive recovery vehicle and
no other specialist equipment is necessary. All
costs will be your responsibility.
 Emergency Travel Benefits
If you have a breakdown when you are more than
100km from home and your vehicle cannot be
repaired on the same day, the following
emergency travel benefits will apply until your
vehicle has been repaired.
 Accommodation or Rental vehicle
We will provide up to ten nights (10)
accommodation up to the value of $150 (inc GST)
per night (room cost only) should you decide to
remain with your vehicle while it is repaired
locally, or if alternative transport is unavailable.
Any amounts charged in excess of this limit will be
at your cost. This benefit will stop once your
vehicle has been repaired.
a)
Or we will provide a rental vehicle for up to ten
days (10) to a limit of $99 (inc GST) per day. Any
amount charged in excess of this limit will be at
your cost. You will be responsible for all fuel
costs, excess kilometre charges, traffic
infringements, relocation fees, any damage and
any excess or insurance waivers on the rental
vehicle.
Both entitlements above are subject to
availabilities according to remote location.
b)
c)
d)
e)
f)
g)
 Alternative transportation
We will transport you and up to four passengers
to your home or to your intended destination up to
a maximum of $2000 (inc GST) per incident,
should hotel accommodation or a rental vehicle
be unavailable.
h)
i)
 Vehicle relocation
We will deliver your repaired vehicle to your home
or intended destination up to a maximum value of
$1000 (inc GST). Alternatively, return transport
will be provided to enable the driver to pick up the
repaired vehicle.
j)
 Legal advice
Telephone legal advice is available from one of
our preferred legal firms for preliminary advice on
any matter involving the use or ownership of your
vehicle. Advice is confidential and there are no
consultation fees or telephone charges. It does
not extend to written advice, preparation of briefs
or personal interviews.
k)
l)
m)
n)
o)
 Medical advice
Urgent telephone medical advice provided by a
qualified nurse or doctor is available 24 hours a
3.
day. Medical advice will also be extended to any
direct family members if they are travelling with you
or if they are at home while you are travelling. You
will be responsible for all associated medical costs.
 Transportation of pets
If your vehicle is towed, we will transport your
pet(s) provided it is safe and reasonable to do so.
We may acting reasonably refuse to transport
your pet(s) for any reason including where it is not
safe or reasonable to do so. Pet transportation is
provided as part of your Roadside Assistance.
Neither we nor Ken Tame provide pet insurance
or insure against any potential risks arising from
pet transportation. You will be responsible for the
safety and wellbeing of your pet(s) during
transportation including properly restraining your
pet(s) while your vehicle is towed. Pets will not be
transported inside a tow truck cabin.
4.




Exclusions and limitations
We provide general roadside assistance. We will 
not be responsible for the cost of any parts or
components for the roadside repair of the vehicle, 5.
other than minor breakdown repairs. Please note:
1. We will not be responsible or liable for any
additional or increased costs and expenses
incurred as a result of the vehicle being
outside a service area
2. Subject to the statutory consumer
guarantees and remedies available to you
under the Australian Consumer Law and
except to the extent caused by our
negligence or our agents or service
providers, we are not required to provide
the roadside assistance services and will
not be responsible or liable for any costs
and expenses (or any increased costs or
expenses) incurred in connection with or as
a result of:
the vehicle not being registered on our roadside
assistance system where membership data is
stored;
the vehicle being unregistered;
the vehicle being unattended;
the vehicle being involved or connected to any
form of motor sports (including driving on a
racetrack or competing in organised road or offroad rallies);
vehicle abuse or neglect by you (as reasonably
determined by us or Ken Tame);
you failing to use reasonable care with the
vehicle;
failure by you to conduct regular preventative
vehicle maintenance or provision of
inappropriate repair or maintenance to the
vehicle;
repeated service calls due to member related
faults;
failure by you to comply with any instructions or
directions provided with or attached to the
vehicle;
accident damage, any damage arising from or
caused by an impact or collision or accidental
damage of any nature, any attempted or
successful theft or break-in of the vehicle (but
excluding the provision of and cost of providing
any accident-related services which we agree to
arrange or provide);
failure by you to comply with instructions
reasonably provided by us, our agents or service
providers;
failure by you to comply with any applicable road
laws or regulations;
caravans or trailers (subject to the specific
benefits set out above);
bogged vehicles;
vehicles operating as taxis, limousines, rental
vehicles, hire vehicles;
Where we incur costs under item 2 above, you
will be responsible for the cost and must make
payment in the amount and manner as advised
by us. Additionally, if any of those events result
in more than 5 callouts per year, we will be
entitled to suspend your membership by giving
you 30 days prior written notice with an
explanation of the decision.
Services provided by us are also subject to:
Resources being reasonably available in the
vicinity of the breakdown or problem;
Any circumstance reasonably considered to be
beyond our control (including but not limited to
poor weather conditions such as heavy rain,
cyclonic conditions, snow fall and flooding, as
well as war, strikes, civil commotion, unexpected
traffic conditions and telecommunication
failures);
Areas being trafficable by a two wheel drive
recovery vehicle;
Vehicle accident or traffic congestion;
Restricted access area requirements.
We have no obligation to pay for costs incurred
in service calls where your vehicle is immobile in
a workshop undergoing repairs, or undergoing
mechanical or electrical repairs at your premises.
Ken Tame Roadside Assistance
Terms and Conditions
Current as at 08 October 2016
We are not responsible or liable for any costs
arising from work carried out by a repairer, and
all repairs and costs for repairs undertaken by
the repairer are your responsibility.
Transferring of benefit to another
vehicle
Your roadside assistance membership is not
transferrable to another person. You may transfer
the membership to another vehicle you own,
however you must provide 48 hours notice prior to
receiving roadside assistance.
Australian Consumer Law
Despite anything contained in these terms and
conditions, the Australian Consumer Law (ACL)
gives you statutory rights including guarantees and
remedies that cannot be excluded or modified by
these terms and conditions. The ACL guarantees
and remedies include (depending on the type of
failure, fault, or defect and whether major or minor)
repair or replacement, a refund, compensation for
reasonably foreseeable loss or damage, or a
resupply of services if the goods or services do not
meet the standards required by the ACL.
minor breakdown repairs: minor repairs of an
immobilised vehicle (including components up to a
cost of $20.00 (inc. GST)) to facilitate the immediate
mobilisation of the vehicle. It does not include
workshop repairs which may require diagnostic
equipment, or parts or repairs and does not include
servicing of vehicles.
mobile or mobilised: means moving or capable of
moving using the vehicle’s own power and as intended
by the manufacturer when operating normally.
“Immobile” and “immobilised” have the corresponding
meaning.
repairer: a repairer recommended by us. We are not
responsible for any costs for work carried out by a
repairer recommended by us and all repairs and costs
are your responsibility.
restricted access area: an area that is protected by
security and/or other systems designed to prevent
access by unauthorised people and includes areas
that we do not have permission to enter (including but
not limited to airports, sporting venues, protests,
airports, and concerts).
roadworthy well maintained vehicle: maintained
vehicle that is mechanically sound and otherwise fit to
be operated and driven on Australian roads. The
Privacy
vehicle will comply with the minimum safety and other
standards required by Australian road safety and
Your privacy is important to us. Any personal
transport laws and regulations and also be maintained
information provided to us is used by us and our
and serviced by qualified personnel to the vehicle
agents to arrange and provide your roadside
assistance (including renewals) and to manage your manufacturer’s recommended standards and
specifications set out in the vehicle service booklet
and our rights and obligations arising from or in
and instruction manual.
connection with the roadside assistance, including
any disputes. Your personal information will be
service area: an area or location in mainland
disclosed to third parties involved in the above
Australia, Tasmania, and Phillip Island that is
functions and activities such as roadside assistance
trafficable by a two wheel drive recovery vehicle or
providers, tow truck operators, car manufacturers,
islands that are accessible by a two wheel drive
our agents and contractors who assist us in carrying
vehicular bridge (excludes ferries).
out our normal business activities (including
computer service providers and data hosting
service provider: a mobile mechanic, tow truck
entities who may be located overseas), financial
operator or other roadside assistance provider
institutions and related organisations who handle
nominated by us.
payments on our behalf, claims handlers and
serviceable spare: a wheel and tyre that is ready and
insurers, our lawyers, your agents and
able to be fitted to mobilise your vehicle after changing
representatives and our related and group
a flat tyre.vehicle: your nominated vehicle registered
companies including Allianz.
on our roadside assistance system.
We may disclose your personal information to third
we or us or our: Allianz Global Assistance, our
parties overseas who assist us in providing the
employees, agents, contractors, and related
services or in carrying out our normal business
companies.
activities. You agree that while those parties will
often be subject to confidentiality or privacy
you or your: the Ken Tame Roadside Assistance
obligations, they may not always follow the
member.
particular requirements of Australian privacy laws.
Please refer to our website at http://www.allianzassistance.com.au for our full Privacy Policy.
Definitions
In these terms and conditions, the following words
have the following meanings:
accident: a vehicle damaged by impact or collision of
any nature, or by attempted or successful theft or
break in to the vehicle.
breakdown: mechanical or electrical fault which has
caused the vehicle to be immobilised or become
unsafe to drive (whether in transit or otherwise).
Breakdown can also include a flat tyre, flat or faulty
battery, a vehicle which has run out of fuel or keys
which have been locked in the vehicle or lost.
callout: roadside assistance provided by our
customer service assistant over the telephone or by us
or a service provider at or from the breakdown
location.
Ken Tame: Ken Tame & Associates Pty Ltd (ABN
48057 816 172) a registered Australian company of
suites 2-4, 79-83 High Street, Kew, Victoria
3101.home: your home or business address as
registered on our roadside assistance system.